Refund policy

At Retro Gamer Bros., we want you to enjoy every purchase. We specialise in retro video games, consoles, accessories and trading card games, including many pre-owned and collectible items. We carefully inspect, test and package our products before dispatch to ensure they meet our standards.

If something isn't right with your order, please contact us and we'll do our best to help.

This policy applies alongside your rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Returns & Changing Your Mind

If you purchase an item online, you can request a return within 14 days of receiving your order if you change your mind.

To request a return, please contact us within this period. Once your return has been approved, you have a further 14 days to send the item back.

Items should be returned:

  • In the same condition as received.
  • With any original packaging, manuals, accessories and included items where applicable.
  • Securely packaged to prevent damage during return delivery.

For unwanted items, return postage costs are the responsibility of the customer.

You are welcome to inspect items in the same way you would in a physical shop. If an item has been used beyond what is necessary to check its condition, features or functionality, and this has reduced its value, we may make an appropriate deduction from the refund.

Faulty, Damaged or Incorrect Orders

We take care to inspect, test and accurately describe every item before it leaves us.

If your order:

  • Arrives damaged.
  • Is not functioning as expected.
  • Is missing something that should have been included.
  • Is different from the item described or ordered.

Please contact us as soon as possible with your order details and photographs where appropriate.

We'll review the issue and work with you to provide an appropriate solution, which may include a replacement, repair, partial refund or full refund where applicable.

Retro Games, Consoles & Accessories

Many of our products are genuine vintage and pre-owned items. As a result, some signs of age and previous use are normal and form part of the character of retro gaming products.

Before dispatch, we inspect and test pre-owned games, consoles and accessories to confirm they are working correctly.

Unless specifically stated otherwise in the product description:

  • Cosmetic wear consistent with age and use should be expected.
  • Discs, cartridges, consoles and accessories may have marks, scratches, label wear or other signs of previous ownership.
  • Cosmetic imperfections that do not affect functionality are not considered faults where accurately described.
  • We do not resurface discs unless specifically stated in the product listing.
  • Save batteries, internal batteries and other consumable components are not guaranteed unless advertised as replaced or new.
  • Downloadable content (DLC), online passes, promotional codes and subscription vouchers included with pre-owned items are not guaranteed to be unused or active.
  • Online services for older games and consoles depend on the original manufacturer or publisher and may no longer be available.

We aim to describe items as accurately as possible, including their condition, and will always help if an item does not match its listing.

Trading Card Games (TCG)

Card Singles

We carefully check card listings before dispatch.

Individual cards may be returned if:

  • The incorrect card was sent.
  • The card arrives damaged.
  • The condition is significantly different from the description.

Card condition is assessed using our stated grading standards.

Small differences in centring, print quality, factory marks or personal opinions on grading are not considered faults where the card has been accurately described.

Sealed TCG Products

Factory-sealed products, including booster packs, booster boxes, Elite Trainer Boxes and collection boxes, may be returned where applicable provided they remain:

  • Factory sealed.
  • Unopened.
  • In a resaleable condition.

Once opened, sealed TCG products cannot normally be returned unless there is an issue with the product itself.

Due to the random nature of trading card products, we cannot accept returns simply because the contents were not the cards, rarity or value expected.

Graded Collectibles

Graded cards and graded video games are sold based on the assessment provided by the independent grading company.

A difference of opinion regarding the assigned grade does not mean an item is faulty where the item has been accurately described.

TCG Prerelease Events & Organised Play

Some TCG events include entry to a scheduled event along with allocated promotional products, prerelease packs or other event materials.

Because places are limited and products are allocated in advance, the following cancellation policy applies.

Customer Cancellations

More than 7 days before the event:

  • Full refund may be requested.
  • Booking may be transferred to another eligible participant.

Between 2 and 7 days before the event:

  • Transfer may be offered.
  • Store credit may be offered.

Within 48 hours of the event or on the event day:

Refunds are generally unavailable due to event preparation, reserved spaces and allocated products.

If we are able to fill your place from a waiting list, we may offer a refund or store credit.

No attendance:

Customers who do not attend without contacting us beforehand will not normally receive a refund or store credit.

Event Changes or Cancellation by Retro Gamer Bros.

If we need to cancel an event or cannot provide it as advertised, we will offer:

  • A full refund.
  • Or a transfer to another suitable event where available.

Return Checks & Product Security

Returned items are checked before refunds or replacements are completed.

For higher-value items, we may record:

  • Serial numbers.
  • Unique identifying marks.
  • Product condition.
  • Photographs before dispatch.

Returned items must be the same item originally supplied by Retro Gamer Bros. and should include all included accessories and components.

Refunds & Payment Processing

Payments are processed securely through third-party payment providers, including Shopify and associated payment services.

Approved refunds will be issued to the original payment method used for the purchase.

Where a refund is due, we will process it in line with UK consumer law. Refunds may take additional time to appear depending on your payment provider.

Payment processing charges incurred by Retro Gamer Bros. are business operating costs and do not affect the amount customers are entitled to receive under their consumer rights.

Where permitted, we may make reasonable deductions where:

  • An item has been used beyond normal inspection.
  • The value of an item has been reduced.
  • Parts, accessories or packaging are missing.

How to Request a Return

Please contact us before sending anything back.

Email: orders@retrogamerbros.co.uk

Please include:

  • Your order number.
  • Details of the issue.
  • Photographs where relevant.

Exchanges

Where stock is available, we may be able to offer an exchange instead of a refund.

Contact Us

Retro Gamer Bros.
Email: orders@retrogamerbros.co.uk

Telephone: 01772 971 431

Address: 49 Church Street, Preston, PR13DH